The American Customer Satisfaction Index’s 2013 rankings are out and the Cupertino California company seems to have maintained its stranglehold on the top spot of the personal computing sector for the tenth year in a row. Apple’s customers continue to be the happiest of any major personal computer maker, according to the 2013 edition of ACSI’s long-running “Household Appliance and Electronics” consumer satisfaction benchmark study. Apple ended up bringing home an ACSI score of 87, up 1% from the 2012 study.
For those of you who don’t know, to compile an ACSI satisfaction score, a number of metrics are compiled from evaluations of each company, including customer expectations, perceived quality, perceived value, customer complaint and customer loyalty. Evaluation indexes are based on a 100 point scale with metrics being “self-weighed.”
As a whole, customer satisfaction with personal computing devices, which is a category in which ACSI includes laptops, desktops, and tablets though notably not smartphones, came in at 79, a number which is down 1.3% from last year. Among PC manufacturers, HP was the only company who joined Apple in besting the benchmark score. Others such as Dell, Toshiba and Acer rounded out the top five spots in the rankings. The report noted the following:
Customer expectations of computer products are high, and the industry is under pressure to keep up with ever-growing demand for devices that are faster, more powerful, and offer innovative and improved features.